What you will need to do is delete the app (uninstall) instead of just reinstalling over it. Then in Finder go to the top menu and then access Go > (holding one of shift/alt/control/command) Library > Application Support > Replay Media Catcher and delete that folder. NOTE:doing this will erase your library file list in Jaksta, but your downloaded/converted files will remain intact. This folder and its files may already be deleted when the app is removed, but it's a good idea to double check and be thorough in case it remains and is reused when the app is reinstalled. Reboot the Mac and then do a reinstall of the latest version (https://www.jaksta.com/download/mac/jaksta-media-recorder) and it will regenerate a new copy of the deleted folder and the application files.

If that does not make a difference, can you please answer the following questions:

Was there a particular point where this started to happen, or did something change with your system/setup that may have caused it?

Is it ALL videos or just from YouTube or other specific sites? Can you provide some links that give you this problem so I can test them?

It would also be good if you could send through a clean log file.

To get a clean log, you will need to do the following.

- Open JMR

- Go to Preferences > General > Find Log File

- Close JRM but keep the Finder window with the log file open

- Delete the log file and still keep the Finder window open

- Reopen JMR (this will generate a new log file)

- Run one test on a video that you know gives an error/fails

- Close JMR

- Go back to the Finder window with the new log file and grab that file and attach it here (don't copy and paste the code in it - send the file itself)

Start with that and we can go from there. Please make a point to answer all of these questions. The more info we have to work with the better.

Regards

Liam

Jaksta Support

From
Liam C
@
05 Jul 2017 14:07

Hi Mario,

I am just posting your response here so that we can keep the thread tidy. Going forward if you could reply here in the post rather than to the email notice you get, that will help keep everything together in one spot.

Your log file shows the program cutting out, but does not offer a clear reason or cause for it.

When Jaksta closes and you reopen it, do you get a notification window coming up saying 'Jaksta Media Recorder quit unexpectedly'?

If you do, you should then have 3 options - Ignore, Reopen, Report.

If you click on Report then you should be taken to another window which allows you to get a copy of the crash log. If you can get a crash log and send it through, then that might tell us why the app is crashing.

If you can't get a crash log, let me know and we can try and come up with something else.

Regards

Liam

Jaksta Support

From
Liam C
@
06 Jul 2017 10:07

Hi again Mario,

The screenshot you sent before is the crash log.

There should be a way for you get the a copy of the file itself and attach it here.

Make sure you attach the actual file, rather than copying and pasting the code here. It gets messy real quick when that happens.

Again, just remember to post your response here in the forum rather than replying by email. As you can see, your last response is not listed here as it went straight through to our email ticket system.